CHAD E MERRILL

**** * **** ****** **, Dixon, IL *1021 • 815-***-**** • adu2ot@r.postjobfree.com

OBJECTIVE

Accomplished Customer Service Leader eager to leverage 20+ years of customer service in a fast pace, customer driven environment. Brings highly valued experience and expertise building, developing and managing customer relations. Highly skilled at improving profit levels and financial performance through effective cross-functional leadership in implementing customer relations strategies. Demonstrated history of improving customer-centric and Quality metrics for some of the world’s most well-known brands. Facilitates achieving business objectives in a competitive environment while utilizing insight, expertise, and enduring customer trust. Consistently utilizes a combination of firsthand experience, aligned expectations, and collaborative problem solving.

PROFESSIONAL EXPERIENCE

Customer Project Manager / Plant Scheduler & Planner

Dixon Direct / Arcade Beauty - Dixon, IL

July 2005 – Present

Lead role as point-of-contact for fragrance and cosmetic customers in the manufacturing of perfume and cosmetic sensory marketing samples for use in retail point-of-purchase, direct mail, social media and on-line international campaigns ● Worldwide clientele included L’Oreal, Lancôme, Urban Decay, Kate Spade, Coach, and others ● Arcade Beauty, certified with the FDA, FSC, SFI, ISO 9001 ● Designed a birds-eye view “tracker” spreadsheet for disorganized $5 million account; managed the manufacturing and captured key components; customer continued use of this system for the four year duration of their account ● Worked closely in collaboration with a team of twenty one CPMs and Production Coordinators collecting logistical information from multiple, national retailers targeting delivery of their manufactured items ● Created and implemented a spreadsheet compiling a list of all the national retailers and housed it on SharePoint; collected data reduced processing time for new jobs by up to 25% ● Worked directly with retailers including Macy’s, Ulta, Belk and Dillards, and national magazines including Elle, Men’s Health, GQ and Southern Living, preparing scented inserts for retail catalogs and national magazines ● Consistently received high scorecards based on customer’s KPIs from largest cosmetic beauty company in the world ● Generated plant, shipping and maintenance schedules daily for both Dixon, IL and Chattanooga manufacturing plants. Scheduled appropriate downtime for retooling and maintained on plant equipment. Planned outages and retooling downtime.

Customer Service Manager / Corporate Scheduler Sept 2000 – July 2005

Quebecor World – Mt Morris, IL

Managed a workforce consisting of 18 Account Managers and 6 Account Representatives ● Conferred with Sales force, Account Mangers and Team Members to communicate target goals, boost revenue and promote promotional strategies ● Devised metrics to help measure department’s success in organization to help provide world class customer service ● Implemented customer initiatives to exceed departments and company goals ● Worked directly with vendors to negotiate contracts and pricing ● Managed and balance a yearly department budget of over 13 millions dollars.

Deputy Sheriff Sept 1996 – July 2000

Lee County Sheriffs Dept - Dixon, IL

Facilitating safe encounters, and de-escalate situations ● Responsible to ensure that my assigned patrol vehicle is regularly maintained, and conducting systematic inspections to ensure that it, and its various components, is in proper working order and not prone to mechanical failure ● Responding to calls, completing thorough investigations, observing and acting decisively to situations that may be complex, tense and rapidly evolving ● Demonstrating the ability to learn quickly, adapt to dynamic situations and deliver consistent quality in job duties ● Displaying a commitment to the department through participation in ongoing professional development● Overseeing the main prison population, diffusing potentially volatile situations and maintaining the safety of inmates and prison staff ● Collaborating with other deputies in matters pertinent to inmate oversight.

July 2005 – Present

EDUCATION

Business Management

Sauk Valley College - Dixon, IL

Customer Service All Star Training

Lake Forrest Graduate School of Business – Lake Forrest, IL

May 1997

Sept 2004

ADDITIONAL

SKILLS

Microsoft Office, with a focus on Excel

Currently enrolled in Google’s IT support certificate program

Web and tech savvy, require little to no training

Typing speed of 50 WPM

Zig Ziegler Train the Trainer courses

Forklift Trainer

Contact this candidate